The Contact Centre Training / Crisis Communication

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Course Objectives

  • To be able to handle outgoing calls to customers on matters on debt collection
  • To handle difficult customers on the phone
  • To be able to profile the customers using LAB profile system
  • To be able to benchmark against other CC in the industry

Methodology

Break patterns to achieve a better working team.

The approach to Team Building has changed. It is now no longer seen just as a channel to have bonding sessions with the team only. It is also a great channel to have learning opportunities.

The methodology approach will be very experiential & reflection based. As we understand the many learning patterns of people. In this session the approaches can be listed as:

1. Team Dynamics (exploring big, medium & small teams’ concepts)
2. Context setting from working agreement to expectations (returning the ownership to the people)
3. FUN elements (Serious FUN, FUN seriously and at times just FUNN –Functional understanding not necessary)
4. Value base learning / feed backs / sharing

Course Modules

  • Module 1: The world matrix in call centre management
  • Module 2: Call Management system
  • Module 3: Working with world class standards
  • Module 4: Crisis Communication in Contact Centres
  • Module 5: Crisis Communication in Contact Centres part 2
  • Module 6: Contact Centre Admin

 

Get To Know The Trainer

Trainer Darren

Trainer Darren

 4.5

Darren is a Senior Training Consultant focusing on Team Effectiveness and Team Discovery programmes conducted via adult learning and experiential methods. He holds a degree in Business Management from Nilai College and a Diploma in Business Management from Tafe College. His other professional certifications include Train The Trainer by PSMB and Western Kentucky, USA.

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COURSE INCLUDES

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • Trainer logistic to client`s place

COURSE BENEFITS

  • 1 or 20 pax, same price
  • Confirmed-to-run even for 1 pax
  • Cheapest available (*we will price match!)
  • Money-Back-Guaranteed Quality
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM2,400/DAY

RRP RM3,200/DAY   SAVE RM800

*T&C Applies

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